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The Customer Technical Support Specialist acts as a key contact for the customer, for any incoming internal/external request, to ensure high level customer experience and satisfaction. He/she provides technical remote service to our customers being a key link with field activities and global functions.
Being a valuable customer support center member by:
- Answering simple to complex inquiries of internal/external customers per established guidelines
- Lead the troubleshooting analysis, diagnose and bring the solution to customer or plan the action response, follow up and ensure customer satisfaction to avoid disruption at customer site
- Service work order preparation for field interventions of collaborators for requests that cannot be solved remotely
- Contribute to a smooth interface between field & remote activities
- Report all events in the ERP system to guaranty traceability according to company quality standards and regulation
- Update installed base and knowledge base with the relevant information
- Identify service opportunities (training & connectivity services, service contracts) at external customers & inform sales team on customer opportunities/leads, needs, and risks (outdated systems, critical applications, unprofitable service).
- Ensure proper internal / external feedback
- Be part of implementation of new products, methodologies, and processes to handle customer requests with efficiency & and look for improvements
- If needed, perform repairs & calibrations in the in-house workshop
- For knowledge acquisition, join & support the Field service engineers on site with installations and maintenance activities of bioMérieux equipment
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